DMV Customer Service Center Lead

4 weeks ago

Richmond, Virginia, United States Commonwealth of Virginia Full time
Job Title: DMV Customer Service Center Floating Work Leader

DMV is seeking an experienced customer service professional to work as a Floating Work Leader who will provide support to various Customer Service Centers (CSCs) throughout the Richmond District. The ideal candidate will have a strong background in customer service, leadership, and training, with the ability to work effectively in a fast-paced environment.

Key Responsibilities:
  • Deliver direct customer service to motor vehicle drivers, dealers, and motor carriers, ensuring a high level of satisfaction and resolving issues in a timely manner.
  • Oversee daily workflow, coach, train, and direct CSC staff in performing daily work activities, ensuring compliance with DMV policies and procedures.
  • Serve as the CSC subject matter expert on transactions, performing customer service transactions, administering vision and road tests for driver licensing, and issuing DMV credentials.
  • Plan and organize on-the-job training programs, ensuring staff are equipped with the necessary skills and knowledge to perform their duties effectively.
  • Act as a liaison between CSC staff and management, ensuring compliance with onboarding, CAP, and IT training requirements.
  • Provide assistance to CSC Managers as needed, performing required administrative functions and acting in management absence when necessary.
Requirements:
  • Knowledge of and experience with customer service environments, transactions, and quality control.
  • Working knowledge of DMV office operations and procedures, computer concepts, and basic accounting practices and mathematical concepts.
  • Some knowledge of management principles and practices, training and education principles and practices, and basic keyboarding skills.
  • Ability to understand, interpret, explain, and apply complex written material, such as the Motor Vehicle Code, other laws, rules, regulations, policies, and procedures.
  • Ability to analyze records, files, and other documents to reach logical and legal conclusions, accurately perform arithmetical computations, and balance and reconcile a cash drawer.
  • Demonstrated ability to perform CSC open-close functions and key holder functions, including assigning decals, counting petty cash, and preparing deposits.
  • Ability to perform work tasks at various workstations within the CSC, including front counter, information, camera, road tests, document verification, and examination areas.
  • Experience coaching, mentoring, and directing staff, serving as a technical expert on complex work processes and procedures, explaining business processes to staff, and serving as the CSC Manager during their absence as needed.
  • Ability to work cooperatively with others in a team environment, communicate in a courteous, professional, and tactful manner, both orally and in writing, with personnel from all organizational levels and a diverse customer population.
  • Working skill in the operation of a motor vehicle and the ability to conduct driving tests in a customer's vehicle.
  • Possession of a valid driver's license and a driving record with a point balance of less than 6 demerit points and no major convictions.
  • Ability to lift 10-25 lbs and work Monday-Saturday with varying hours to meet agency business needs.
  • Ability to float routinely within the district and/or other districts as needed.
Preferred Qualifications:
  • Experience in a fast-paced financial environment.
  • Previous management or supervisory experience.
  • Experience at the CS Generalist Sr. or higher level.
Special Instructions:

Selected candidate(s) will need to complete the I-9 Employment Eligibility Verification Form. DMV participates in E-Verify. All applicants for employment must consent to a driver history and criminal background check. A fingerprint-based criminal history check will be required on selected applicant(s). Submission of an online application is required. DMV does not accept applications, resumes, cover letters, etc. in any other format.

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